Poor service after I submitted my claim

I received a call from them because they said they understand my concern,then I was advised to send the dent to be assessed.We agreed I advised them to use my email as it appears on their system to write something via email then on my side I'll reply on the email that I'll be received from them till as I write this email now I've never received that email

I asked them to call me yes they called but I've never speak with the team that says I must send a picture to be assessed I'm still awaiting because there is a lady that is rude and she says she is a senior supervisor.

I need help please